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Contents at a Glance
Chapter 1 Cisco Collaboration Infrastructure
Chapter 2 Telephony Standards and Protocols
Chapter 3 Cisco Unified Communications Manager (CUCM)
Chapter 4 Cisco IOS UC Applications and Features
Chapter 5 Quality of Service and Security in Cisco Collaboration Solutions
Chapter 6 Cisco Unity Connection
Chapter 7 Cisco Unified Contact Center Express
Chapter 8 Cisco Unified IM and Presence
Chapter 9 Cloud
Chapter 10 Network Programmability
Chapter 11 Internet of Things (IoT)
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Table of Contents Chapter 1: Cisco Collaboration Infrastructure .................................................................................. 18
Cisco UC Deployment Models ............................................................................................................ 18
Single-Site Model .................................................................................................................................. 18
Supported Applications ........................................................................................................................ 19
Multisite Centralized Call Processing Model .................................................................................... 20
Supported Applications ........................................................................................................................ 21
Multisite Distributed Call Processing Model...................................................................................... 22
Supported Applications ........................................................................................................................ 23
Clustering Over IP WAN Call Processing Model ............................................................................. 24
Supported Applications ........................................................................................................................ 25
Major Components of Deployment Models ....................................................................................... 27
Further Reading .................................................................................................................................... 32
User Management ................................................................................................................................ 32
Further Reading .................................................................................................................................... 36
IP routing in Cisco Collaboration Solutions ....................................................................................... 40
Architecture ............................................................................................................................................ 41
High Availability ..................................................................................................................................... 42
Capacity Planning ................................................................................................................................. 43
Further Reading .................................................................................................................................... 44
Virtualization in Cisco Collaboration Solutions ................................................................................. 45
UCS / VMware ....................................................................................................................................... 45
Hypervisor .............................................................................................................................................. 45
Server Hardware Options .................................................................................................................... 46
Cisco Unified Computing System (Cisco UCS)................................................................................ 46
Cisco UCS B-Series Blade Servers ................................................................................................... 47
Cisco UCS 5100 Series Blade Server Chassis ................................................................................ 47
Cisco UCS 2100 and 2200 Series I/O Modules ............................................................................... 47
Cisco UCS 6100 and 6200 Series Fabric Interconnect Switch ..................................................... 47
Cisco UCS Manager ............................................................................................................................. 47
Storage Area Networking ..................................................................................................................... 48
Design Considerations for Running Virtual Unified Communications Applications on B-Series
Blade Servers ........................................................................................................................................ 48
SAN and Storage Arrays...................................................................................................................... 48
Cisco UCS C-Series Rack-Mount Servers........................................................................................ 48
Design Considerations for Running Virtual Unified Communications Applications on C-Series
Rack-Mount Servers ............................................................................................................................. 49
Answer Files .......................................................................................................................................... 49
Further Reading .................................................................................................................................... 50
Wireless in Cisco Collaboration Solutions ........................................................................................ 50
Architecture for Voice and Video over WLAN .................................................................................. 51
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Wireless Access Points ........................................................................................................................ 51
Wireless LAN Controllers ..................................................................................................................... 51
Authentication Database ...................................................................................................................... 52
Supporting Wired Network ................................................................................................................... 52
Wireless Unified Communications Endpoints ................................................................................... 53
WLAN High Availability ........................................................................................................................ 53
Capacity Planning for Voice and Video over WLAN........................................................................ 54
Network Services .................................................................................................................................. 55
DNS ......................................................................................................................................................... 55
DHCP ...................................................................................................................................................... 55
Further Reading .................................................................................................................................... 56
TFTP ....................................................................................................................................................... 56
Further Reading .................................................................................................................................... 56
NTP ......................................................................................................................................................... 57
Further Reading .................................................................................................................................... 57
CDP/LLDP .............................................................................................................................................. 57
PoE .......................................................................................................................................................... 58
Further Reading .................................................................................................................................... 59
Voice and data VLAN ........................................................................................................................... 59
IP Multicast ............................................................................................................................................. 60
IPv6 ......................................................................................................................................................... 61
Cisco IP Phones and IPv6 Addresses ............................................................................................... 61
Further Reading .................................................................................................................................... 63
Exam Essentials .................................................................................................................................... 63
Chapter 2: Telephony Standards and Protocols .............................................................................. 66
SCCP ...................................................................................................................................................... 66
Further Reading .................................................................................................................................... 66
Call Flows ............................................................................................................................................... 67
IP Phone to IP Phone - Successful Intracluster Call ....................................................................... 67
Further Reading .................................................................................................................................... 68
Call States .............................................................................................................................................. 69
Further Reading .................................................................................................................................... 69
Endpoint types ....................................................................................................................................... 69
MGCP ..................................................................................................................................................... 70
Call flows ................................................................................................................................................ 70
Call states ............................................................................................................................................... 72
Endpoint types ....................................................................................................................................... 72
Further Reading .................................................................................................................................... 73
SIP ........................................................................................................................................................... 73
Call flows ................................................................................................................................................ 74
SIP Gateway-to-SIP Gateway--Call Setup and Disconnect ........................................................... 74
SIP Gateway-to-SIP Gateway--Call via SIP Redirect Server ........................................................ 75
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SIP Gateway-to-SIP Gateway--Call via SIP Proxy Server ............................................................. 76
Call states ............................................................................................................................................... 77
DP ............................................................................................................................................................ 77
BFCP ....................................................................................................................................................... 78
BFCP Support on Cisco Video Endpoints ......................................................................................... 78
BFCP Support on Third-Party Phones .............................................................................................. 79
H.323 and RAS...................................................................................................................................... 79
H.225 RAS Signaling ............................................................................................................................ 79
Call flows ................................................................................................................................................ 80
Call states ............................................................................................................................................... 81
Gatekeeper ............................................................................................................................................ 81
Gatekeeper Functionality ..................................................................................................................... 81
Mandatory Gatekeeper Functions ...................................................................................................... 81
Optional Gatekeeper Functions .......................................................................................................... 82
H.239 ....................................................................................................................................................... 82
Further Reading .................................................................................................................................... 83
Voice and video CODECs ................................................................................................................... 83
H.264 ....................................................................................................................................................... 83
ILBC ........................................................................................................................................................ 83
ISAC ........................................................................................................................................................ 83
LATM ....................................................................................................................................................... 83
G.722 ...................................................................................................................................................... 83
Wide band .............................................................................................................................................. 83
RTP, RTCP, and SRTP........................................................................................................................ 83
Exam Essentials: ................................................................................................................................... 83
Chapter 3: Cisco Unified Communications Manager (CUCM) ...................................................... 87
Device registration and redundancy .................................................................................................. 87
SCCP Phone Registration Process.................................................................................................... 87
SIP Phone Registration Process ........................................................................................................ 87
Device settings ...................................................................................................................................... 90
Codec selection ..................................................................................................................................... 96
Further Reading .................................................................................................................................... 97
Call features ........................................................................................................................................... 97
Call park.................................................................................................................................................. 97
Call pickup .............................................................................................................................................. 97
Further Reading .................................................................................................................................... 98
BLF speed dials ..................................................................................................................................... 98
Further Reading .................................................................................................................................... 98
Native call queuing................................................................................................................................ 98
Further Reading .................................................................................................................................. 100
Call hunting .......................................................................................................................................... 101
Further Reading .................................................................................................................................. 101
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Meet-Me................................................................................................................................................ 101
Further Reading .................................................................................................................................. 101
Dial plan ................................................................................................................................................ 101
Globalized call routing ........................................................................................................................ 101
Local route group ................................................................................................................................ 103
Further Reading .................................................................................................................................. 103
Time-of-day routing ............................................................................................................................. 103
Further Reading .................................................................................................................................. 103
Application dial rules ........................................................................................................................... 104
Further Reading .................................................................................................................................. 104
Digit manipulations.............................................................................................................................. 104
Further Reading .................................................................................................................................. 105
Media resources .................................................................................................................................. 105
TRP ....................................................................................................................................................... 105
Further Reading .................................................................................................................................. 105
MOH ...................................................................................................................................................... 105
CFB ....................................................................................................................................................... 106
Transcoder and MTP .......................................................................................................................... 106
Annunciator .......................................................................................................................................... 108
MRG and MRGL.................................................................................................................................. 108
Further Reading .................................................................................................................................. 108
CUCM mobility ..................................................................................................................................... 109
EM/EMCC ............................................................................................................................................ 109
Device Mobility .................................................................................................................................... 110
Further Reading .................................................................................................................................. 110
Mobile Connect.................................................................................................................................... 110
Further Reading .................................................................................................................................. 111
MVA ....................................................................................................................................................... 111
CUCM serviceability and OS administration ................................................................................... 112
Database replication ........................................................................................................................... 112
Further Reading .................................................................................................................................. 112
CDR ....................................................................................................................................................... 113
Enabling CDR ...................................................................................................................................... 113
Service activation ................................................................................................................................ 113
Further Reading .................................................................................................................................. 114
CMR ...................................................................................................................................................... 114
Further Reading .................................................................................................................................. 114
CUCM disaster recovery .................................................................................................................... 115
Further Reading .................................................................................................................................. 115
ILS/URI dialing ..................................................................................................................................... 115
Directory URI ....................................................................................................................................... 115
ISL topology ......................................................................................................................................... 116
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ILS Network Components .................................................................................................................. 116
Hub Clusters ........................................................................................................................................ 116
Spoke Clusters .................................................................................................................................... 117
Directory URI Imported Catalogs...................................................................................................... 117
Further Reading .................................................................................................................................. 117
Blended addressing ............................................................................................................................ 118
Example 1 ............................................................................................................................................ 119
Example 2 ............................................................................................................................................ 119
Example 3 ............................................................................................................................................ 119
Call Admission Control ....................................................................................................................... 120
CAC/ELCAC ........................................................................................................................................ 120
Configuration Procedure .................................................................................................................... 120
Further Reading .................................................................................................................................. 121
RSVP .................................................................................................................................................... 122
Configuration Procedure .................................................................................................................... 122
Further Reading .................................................................................................................................. 123
SIP preconditions ................................................................................................................................ 123
Overview of SIP Preconditions ......................................................................................................... 123
Unified Communications Manager and RSVP SIP Preconditions .............................................. 124
Further Reading .................................................................................................................................. 124
SIP and H.323 trunks ......................................................................................................................... 125
SIP trunks ............................................................................................................................................. 125
H.323 trunks ......................................................................................................................................... 125
Configuration Procedure .................................................................................................................... 125
Further Reading .................................................................................................................................. 126
Number presentation and manipulation .......................................................................................... 126
Further Reading .................................................................................................................................. 126
SAF and CCD ...................................................................................................................................... 127
Further Reading .................................................................................................................................. 128
Call recording and silent monitoring ................................................................................................. 128
Further Reading .................................................................................................................................. 129
Exam Essentials .................................................................................................................................. 129
Chapter 4: Cisco IOS UC Applications and Features ................................................................... 133
CUCME ................................................................................................................................................. 133
SCCP phones registration ................................................................................................................. 133
SIP phones Registration .................................................................................................................... 142
SNR ....................................................................................................................................................... 147
SNR Enhancements ........................................................................................................................... 148
Hardware Conference ........................................................................................................................ 149
Further Reading .................................................................................................................................. 149
SRST ..................................................................................................................................................... 149
CME-as-SRST ..................................................................................................................................... 150
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MGCP fallback ..................................................................................................................................... 154
MMOH in SRST ................................................................................................................................... 155
Music on Hold for SIP Phones .......................................................................................................... 156
Music On Hold Enhancement ........................................................................................................... 156
Configuration Steps ............................................................................................................................ 156
CUE ....................................................................................................................................................... 157
AA .......................................................................................................................................................... 158
Scripting ................................................................................................................................................ 159
Further Reading .................................................................................................................................. 161
Voiceview ............................................................................................................................................. 161
Further Reading .................................................................................................................................. 161
Web inbox ............................................................................................................................................ 161
Further Reading .................................................................................................................................. 161
MWI ....................................................................................................................................................... 162
Further Reading .................................................................................................................................. 162
VPIM...................................................................................................................................................... 162
Further Reading .................................................................................................................................. 162
Cisco IOS-based call queuing ........................................................................................................... 163
B-ACD ................................................................................................................................................... 163
Voice hunt groups ............................................................................................................................... 164
Further Reading .................................................................................................................................. 165
Parallel Hunt Groups (Call Blast)...................................................................................................... 165
Further Reading .................................................................................................................................. 167
Cisco IOS media resources ............................................................................................................... 167
Conferencing / Transcoding .............................................................................................................. 167
DSP Resources ................................................................................................................................... 167
Restrictions for Conferencing and Transcoding for Voice Gateway Routers ............................ 168
Further Reading .................................................................................................................................. 168
DSP Management ............................................................................................................................... 169
Plan for the Number of DSPs Installed ............................................................................................ 169
Enable Voice Card Services.............................................................................................................. 169
Enable the DSPFARM........................................................................................................................ 169
CUBE .................................................................................................................................................... 170
Mid-call signaling ................................................................................................................................. 170
Mid-call Signaling Passthrough - Media Change ........................................................................... 171
Restrictions for Mid-call Signaling Passthrough - Media Change ............................................... 171
Behavior of Mid-call Re-INVITE Consumption ............................................................................... 171
Configuring Passthrough of Mid-call Signalling.............................................................................. 173
Example Configuring Passthrough SIP Messages at Dial Peer Level ....................................... 173
Example Configuring Passthrough SIP Messages at the Global Level ..................................... 174
Mid-call Signaling Block ..................................................................................................................... 174
Further Reading .................................................................................................................................. 175
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SIP Profiles .......................................................................................................................................... 175
Configuration Steps ............................................................................................................................ 176
Further Reading .................................................................................................................................. 177
Early and delayed offer ...................................................................................................................... 178
Configuring Delayed-Offer to Early-Offer for SIP Audio Calls at the Global Level ................... 178
Further Reading .................................................................................................................................. 178
DTMF interworking.............................................................................................................................. 179
Symmetric and Asymmetric Calls ..................................................................................................... 179
Configuring Dynamic Payload Support at the Global Level ......................................................... 179
Configuration Steps ............................................................................................................................ 180
Further Reading .................................................................................................................................. 180
Box-to-box failover and redundancy ................................................................................................ 180
Configuration Steps ............................................................................................................................ 181
Further Reading .................................................................................................................................. 182
Fax and modem protocols ................................................................................................................. 182
Further Reading .................................................................................................................................. 184
Analog telephony signalling ............................................................................................................... 184
Analog telephony signalling theories [FXS/FXO] ........................................................................... 184
Caller ID ................................................................................................................................................ 185
Further Reading .................................................................................................................................. 186
Line voltage detection ........................................................................................................................ 186
Idle Battery Voltage ............................................................................................................................ 186
Idle Line Voltages................................................................................................................................ 186
Further Reading .................................................................................................................................. 187
THL sweep ........................................................................................................................................... 187
FXO disconnect ................................................................................................................................... 188
Further Reading .................................................................................................................................. 188
Echo ...................................................................................................................................................... 189
Further Reading .................................................................................................................................. 189
Digital telephony signalling ................................................................................................................ 189
Digital telephony signalling theories [T1/E1, BRI/PRI/CAS] ......................................................... 189
T1 CAS ................................................................................................................................................. 189
E1 CAS ................................................................................................................................................. 190
Basic Rate Interface (BRI) ................................................................................................................. 190
T1 Primary Rate Interface (T1 PRI) ................................................................................................. 190
E1 Primary Rate Interface (E1 PRI) ................................................................................................. 191
Further Reading .................................................................................................................................. 191
QSIG, Q.921 and Q.931 .................................................................................................................... 191
Caller ID ................................................................................................................................................ 191
Further Reading .................................................................................................................................. 192
R2 .......................................................................................................................................................... 192
Further Reading .................................................................................................................................. 193
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NFAS ..................................................................................................................................................... 193
NFAS Terminology.............................................................................................................................. 193
Cisco IOS dial plan ............................................................................................................................. 194
Translation profile................................................................................................................................ 194
Further Reading .................................................................................................................................. 195
Dial-peer matching logics .................................................................................................................. 195
Configuring an Inbound Dial Peer to Match on URI ...................................................................... 195
Further Reading .................................................................................................................................. 196
SAF/CCD .............................................................................................................................................. 196
The SAF Forwarder Protocol ............................................................................................................ 197
SAF Neighbor Relationships ............................................................................................................. 198
Further Reading .................................................................................................................................. 198
IOS CAC ............................................................................................................................................... 199
Further Reading .................................................................................................................................. 200
IOS accounting .................................................................................................................................... 200
Further Reading .................................................................................................................................. 202
Exam Essentials .................................................................................................................................. 202
Chapter 5: Quality of Service and Security in Cisco Collaboration Solutions ........................... 205
QoS: link efficiency ............................................................................................................................. 205
LFI.......................................................................................................................................................... 205
Further Reading .................................................................................................................................. 206
MLPPP .................................................................................................................................................. 206
Multilink PPP Bundles ........................................................................................................................ 207
Multilink PPP Bundles and PPP Links ............................................................................................. 207
Further Reading .................................................................................................................................. 209
FRF.12 .................................................................................................................................................. 209
Further Reading .................................................................................................................................. 209
cRTP ..................................................................................................................................................... 209
Further Reading .................................................................................................................................. 210
VAD ....................................................................................................................................................... 210
QoS: classification and marking ....................................................................................................... 211
Voice versus video classification ...................................................................................................... 211
Further Reading .................................................................................................................................. 212
Trust boundaries ................................................................................................................................. 212
Conditionally-Trusted IP Phone + PC with Scavenger-Class QoS (Basic) Model ................... 215
Conditionally-Trusted IP Phone + PC with Scavenger-Class QoS (Advanced) Model ........... 215
Further Reading .................................................................................................................................. 216
QoS: congestion management ......................................................................................................... 216
Layer 2 priorities .................................................................................................................................. 216
Further Reading .................................................................................................................................. 217
Low latency queue .............................................................................................................................. 218
Further Reading .................................................................................................................................. 219
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Traffic policing and shaping ............................................................................................................... 219
Further Reading .................................................................................................................................. 221
QoS: Medianet ..................................................................................................................................... 221
Medianet Campus QoS Design Considerations ............................................................................ 222
Internal DSCP ...................................................................................................................................... 222
Trust States and Operation ............................................................................................................... 223
Further Reading .................................................................................................................................. 224
QoS: wireless QoS.............................................................................................................................. 224
WMM ..................................................................................................................................................... 224
CoS and DSCP Switch Operation .................................................................................................... 225
Different UP Markings for the Same Traffic Class ......................................................................... 227
QoS Profiles ......................................................................................................................................... 228
Tagged WLC Interfaces ..................................................................................................................... 229
DSCP Recommendation .................................................................................................................... 230
Further Reading .................................................................................................................................. 230
Security: mixed mode cluster ............................................................................................................ 230
CTL Client and CTL File .................................................................................................................... 232
Further Reading .................................................................................................................................. 232
Security: secured phone connectivity .............................................................................................. 233
SRTP and TLS .................................................................................................................................... 233
Further Reading .................................................................................................................................. 233
VPN phones ......................................................................................................................................... 233
Further Reading .................................................................................................................................. 235
Phone Proxy ........................................................................................................................................ 235
Supported Cisco UCM and IP Phones for the Phone Proxy ........................................................ 236
Cisco Unified IP Phones .................................................................................................................... 236
Further Reading .................................................................................................................................. 238
TLS proxy ............................................................................................................................................. 238
Supported Cisco UCM and IP Phones for the TLS Proxy ............................................................ 239
Cisco Unified Communications Manager ........................................................................................ 239
Cisco Unified IP Phones .................................................................................................................... 239
Further Reading .................................................................................................................................. 240
IEEE 802.1x ......................................................................................................................................... 240
Further Reading .................................................................................................................................. 241
Security: default security features .................................................................................................... 241
Further Reading .................................................................................................................................. 242
Security: firewall traversal .................................................................................................................. 242
How to Configure Cisco Unified Communications Trusted Firewall Control ............................. 243
Prerequisites ........................................................................................................................................ 243
Configuration Steps ............................................................................................................................ 244
Further Reading .................................................................................................................................. 244
Security: toll fraud ............................................................................................................................... 244
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Cisco Voice Gateway Toll-Fraud Prevention Application ............................................................. 246
Voice Gateway Class of Restriction ................................................................................................. 246
Example of Cisco IOS Gateway CoR Configuration ..................................................................... 247
Cisco Unity Connection Restriction Rules ...................................................................................... 248
Further Reading .................................................................................................................................. 248
Exam Essentials .................................................................................................................................. 248
Chapter 6: Cisco Unity Connection .................................................................................................. 250
CUCM and CUCME integration ........................................................................................................ 250
Call Transfer ........................................................................................................................................ 254
H.323 Call Transfer Using an Empty Capabilities Set .................................................................. 255
H.323-to-H.323 Call Transfer ............................................................................................................ 256
Call Transfer and the Media Termination Point.............................................................................. 256
Connecting Cisco Unified CallManager with Cisco Unified CME ................................................ 257
Intersite Call Transfer with Multiple Cisco Unified CME Systems ............................................... 258
Call Forwarding ................................................................................................................................... 259
Connected Party Name and Number Services .............................................................................. 259
Using H.450.x Cisco IP-to-IP Gateway............................................................................................ 261
Further Reading .................................................................................................................................. 261
Single inbox.......................................................................................................................................... 261
Deploying Single Inbox for a Unity Connection Cluster ................................................................ 262
Deploying Single Inbox for a Unity Connection Intrasite Network ............................................... 262
Deploying Single Inbox During Gradual Migrations from Cisco Unity ........................................ 262
Further Reading .................................................................................................................................. 262
MWI ....................................................................................................................................................... 262
Further Reading .................................................................................................................................. 263
Call handlers ........................................................................................................................................ 263
Creating, Modifying, and Deleting Call Handler Templates ......................................................... 264
Further Reading .................................................................................................................................. 265
CUC dial plan ....................................................................................................................................... 265
Default Partition and Search Space ................................................................................................. 265
Further Reading .................................................................................................................................. 266
Directory handlers ............................................................................................................................... 266
Creating a Directory Handler ............................................................................................................. 267
Further Reading .................................................................................................................................. 268
CUC features ....................................................................................................................................... 268
High availability.................................................................................................................................... 268
Publisher Server .................................................................................................................................. 268
Subscriber Server ............................................................................................................................... 269
Unity Connection Cluster Requirements When the Servers Are in Separate Buildings or Sites
............................................................................................................................................................... 269
Balancing the Load of Calls Unity Connection Servers Handle .................................................. 270
Cisco Unified Communications Manager by Skinny Client Control Protocol (SCCP).............. 270
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Further Reading .................................................................................................................................. 271
Visual voicemail ................................................................................................................................... 271
Visual Voicemail Release 7.1............................................................................................................ 272
Configuration Procedure .................................................................................................................... 272
1. Creating a Voicemail Pilot Number for Visual Voicemail.......................................................... 272
2. Creating a Hunt Pilot for the Voicemail Pilot Number ............................................................... 272
3. Configuring the Reverse Trap Rule on Cisco Unity Connection ............................................. 273
4. Create a Condition.......................................................................................................................... 273
5. Testing Visual Voicemail .Jad file on your Voicemail server ................................................... 273
6. Adding the Visual Voicemail Service .......................................................................................... 274
7. Select New Parameter to add a parameter to the service ....................................................... 274
8. Select Add New to add another parameter to the service ....................................................... 274
9. Select Add New to add another parameter to the service ....................................................... 275
10. Subscribing Individual Phones to Visual Voicemail ................................................................ 275
Further Reading .................................................................................................................................. 275
Voicemail for Jabber ........................................................................................................................... 275
Further Reading .................................................................................................................................. 277
Voicemail networking.......................................................................................................................... 277
Designing a Unity Connection Network using HTTPS .................................................................. 277
OVA Selection and HTTPS ............................................................................................................... 278
Intrasite Networking ............................................................................................................................ 278
Intersite Networking Between Two Unity Connection Sites ......................................................... 280
Intersite Networking Between Unity Connection and Cisco Unity ............................................... 281
Designing a Unity Connection Network with Intrasite and Intersite Links .................................. 282
VPIM Networking ................................................................................................................................ 283
Using VPIM Between Cisco Unity Connection and the Avaya Message Networking Solution or
Avaya Interchange .............................................................................................................................. 283
Survivable Remote Site Voicemail ................................................................................................... 283
Further Reading .................................................................................................................................. 284
Exam Essentials .................................................................................................................................. 284
Chapter 7: Cisco Unified Contact Center Express ........................................................................ 286
UCCX CTI Integration ........................................................................................................................ 286
Unified CCX CTI Client/Server Architecture ................................................................................... 286
Two Client Modes for Connecting with Unified CCX ..................................................................... 287
Further Reading .................................................................................................................................. 288
ICD functions ....................................................................................................................................... 289
IP ICD Script Variables ...................................................................................................................... 289
Further Reading .................................................................................................................................. 292
UCCX Scripting Components............................................................................................................ 292
Further Reading .................................................................................................................................. 295
Exam Essentials .................................................................................................................................. 295
Chapter 8: Cisco Unified IM and Presence ..................................................................................... 297
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Cisco Unified IM Presence Components ........................................................................................ 297
Presence .............................................................................................................................................. 297
Cisco IM and Presence Components .............................................................................................. 298
Further Reading .................................................................................................................................. 299
CUCM integration................................................................................................................................ 299
Configure Inter-Presence Group Subscription Parameter............................................................ 300
SIP Trunk Configuration on Cisco Unified Communications Manager ....................................... 300
Configure SIP Trunk Security Profile for IM and Presence Service............................................ 301
Configure SIP Trunk for IM and Presence Service........................................................................ 301
Configure Phone Presence for Unified Communications Manager Outside of Cluster ........... 302
Further Reading .................................................................................................................................. 302
Cisco Jabber ........................................................................................................................................ 302
Verify Essential Services on Unified Communications Manager and IM and Presence Service
and Cisco Jabber ................................................................................................................................ 303
Further Reading .................................................................................................................................. 304
Federation ............................................................................................................................................ 304
SIP Federation with AOL ................................................................................................................... 305
SIP Federation Deployments ............................................................................................................ 305
XMPP Federation Deployments ....................................................................................................... 305
Further Reading .................................................................................................................................. 306
Presence Cloud Solutions ................................................................................................................. 306
Hybrid Cloud-Based and On-Premises Deployment Model ......................................................... 308
Further Reading .................................................................................................................................. 308
Group chat and compliance .............................................................................................................. 308
Chat Deployment Scenario 1 ............................................................................................................ 308
Chat Deployment Scenario 2 ............................................................................................................ 309
Chat Deployment Scenario 3 ............................................................................................................ 309
Chat Deployment Scenario 4 ............................................................................................................ 310
IM Compliance Components ............................................................................................................. 312
Further Reading .................................................................................................................................. 313
Exam Essentials .................................................................................................................................. 313
Chapter 9: Cloud ................................................................................................................................. 315
Compare and Contrast Cloud Deployment Models ....................................................................... 315
Private Cloud ....................................................................................................................................... 315
Community Cloud................................................................................................................................ 316
Public Cloud ......................................................................................................................................... 316
Hybrid Cloud ........................................................................................................................................ 316
Infrastructure, Platform, and Software Services (XaaS) ............................................................... 317
Performance and Reliability .............................................................................................................. 318
Security and Privacy ........................................................................................................................... 319
Scalability and Interoperability .......................................................................................................... 322
Describe Cloud implementations and Operations ......................................................................... 322
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Automation and Orchestration .......................................................................................................... 322
Workload Mobility ................................................................................................................................ 323
Troubleshooting and Management .................................................................................................. 324
OpenStack Components .................................................................................................................... 324
Compute ............................................................................................................................................... 324
Swift ....................................................................................................................................................... 325
Cinder.................................................................................................................................................... 325
Keystone ............................................................................................................................................... 325
Dashboard ............................................................................................................................................ 326
Glance ................................................................................................................................................... 326
Ceilometer ............................................................................................................................................ 326
Heat ....................................................................................................................................................... 326
Ironic...................................................................................................................................................... 327
Exam Essentials .................................................................................................................................. 327
Further Reading .................................................................................................................................. 328
Chapter 10: Network Programmability (SDN) ................................................................................ 331
Describe Functional Elements of Network Programmability (SDN) and How They Interact .. 331
Controllers ............................................................................................................................................ 331
APIs ....................................................................................................................................................... 333
Scripting ................................................................................................................................................ 334
Agents ................................................................................................................................................... 335
Northbound versus Southbound protocols...................................................................................... 335
Describe Aspects of Virtualization and Automation in Network Environments ......................... 337
DevOps Methodologies, Tools and Workflows .............................................................................. 338
Network/Application Function Virtualization (NFV) ........................................................................ 339
Service Function Chaining ................................................................................................................. 340
Performance, Availability, and Scaling Considerations ................................................................ 342
Exam Essentials .................................................................................................................................. 343
Further Reading .................................................................................................................................. 345
Chapter 11: Internet of Things ......................................................................................................... 347
Describe Architectural Framework and Deployment Considerations for Internet of Things (IoT)
............................................................................................................................................................... 347
Performance, Reliability and Scalability .......................................................................................... 347
Mobility .................................................................................................................................................. 350
Security and Privacy ........................................................................................................................... 352
IoT Threats ........................................................................................................................................... 354
Security in IoT/M2M ............................................................................................................................ 355
Authentication ...................................................................................................................................... 357
Authorization ........................................................................................................................................ 358
Network Enforced Policy .................................................................................................................... 359
Secure Analytics: Visibility and Control ........................................................................................... 359
Standards and Compliance ............................................................................................................... 360
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Environmental Impacts on the Network ........................................................................................... 364
Exam Essentials .................................................................................................................................. 365
Further Reading .................................................................................................................................. 366
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Chapter 1: Cisco Collaboration Infrastructure
This chapter covers the following exam topics from Cisco's official 400-051 (V1.1)
written exam curriculum.
● Cisco UC Deployment Models
● User management
● IP routing in Cisco Collaboration Solutions
● Virtualization in Cisco Collaboration Solutions
○ UCS
○ VMware
○ Answer files
● Wireless in Cisco Collaboration Solutions
● Network services
○ DNS
○ DHCP
○ TFTP
○ NTP
○ CDP/LLDP
● PoE
● Voice and data VLAN
● IP multicast
● IPv6
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Chapter 1: Cisco Collaboration Infrastructure
Cisco UC Deployment Models
In general terms, the deployment model architecture follows that of the enterprise it is
deployed to serve. Deployment models describe the reference architecture required to
satisfy the Unified Communications needs of well-defined, typical topologies of
enterprises. For example, a centralized call processing deployment model caters to
enterprises whose operational footprint is based on multiple sites linked to one or few
centralized headquarters offices. In some cases, the deployment model of a technology
will depart from that of the enterprise, due to technological constraints.
CUCM can be deployed using several different models:
● Single site: In this model, CUCM provides call processing at a single site, with no
telephony being implemented over an IP WAN.
● Multisite WAN with centralized call processing: In this case, CUCM is deployed at
a central site, and it provides call processing for a number of sites, with VoIP/IP
telephony traffic being carried over an IP WAN between sites.
● Multisite WAN with distributed call processing: When using this model, call-
processing agents such as CUCM are deployed at multiple sites, with VoIP/IP
telephony traffic being transported over an IP WAN between sites.
● Clustering over the IP WAN: This involves deploying a single CUCM cluster with
constituent CUCM servers spread across several sites connected by the WAN.
Single-Site Model
The Single-Site model is designed for autonomous offices in which most or all
employees are IPC users. This model supports up to 30,000 users. The Single-Site
model is suitable for medium-sized businesses and government operations that reside
at one site and that need basic call processing, some contact center capabilities, and
basic messaging and conferencing. Such operations include legal and financial
professional offices, and municipal government offices. The Single-Site model is
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designed to be locally managed and administered. It can operate on a wired or wireless
LAN. Local and long distance calling is achieved through gateway connectivity with the
PSTN by various combinations of T1/E1 CAS and PRI. The Single-Site model provides
flexible communications features for operators and administrative assistants. There are
some executive phones, some of which are video-capable. Most other employees use
digital telephones, including wireless telephones, and a voice messaging system, which
this model also provides. In addition, some staff may take orders or provide technical
support. This model provides basic contact center capabilities to handle these
requirements. Some users, such as building services and shipping and receiving
employees, may require mobile phones. This model provides on-campus device
mobility features for these users.
Supported Applications
The Single-Site model supports applications that provide a wide array of advanced
features. These applications include:
•Call processing:
–Cisco Unified Communications Manager
–Cisco Unified Communications Manager Express
–Cisco Unified Communications Manager Business Edition
•Contact Center:
–Cisco Unified Contact Center Express
–Cisco Unified Contact Center Enterprise
–Cisco Unified IP IVR
–Cisco Unified Customer Voice Portal
•Messaging:
–Cisco Unity
–Cisco Unity Connection
–Cisco Unity Express
•Instant messaging and presence: Cisco Unified Presence
•Conferencing:
–Cisco Unified MeetingPlace Express
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–Cisco Unified Videoconferencing
•System management:
–Cisco Unified Communications Manager Serviceability Tools
–Cisco Unified Operations Manager
–Cisco Unified Service Monitor
–Cisco Unified Service Statistics Manager
–Cisco Unified Provisioning Manager
–Cisco Monitor Manager and Monitor Director (for small or medium size deployments
with Cisco Unified Communications Manager Express and or Cisco Unity Express)
Multisite Centralized Call Processing Model
The Multisite Centralized Call Processing model is designed for distributed operations
with a large central or headquarters site and multiple remote or branch sites. This model
can support up to a total of 30,000 phones distributed among up to a maximum of 1000
sites. Based upon the bandwidth available, each site can support any number of users
up to the overall total of 30,000 phones. The Multisite Centralized Call Processing
model is suitable for businesses such as banks, which include a corporate headquarters
and many local or regional offices.
In the Multisite Centralized Call Processing model, each branch site connects to the
headquarters site or sites through a WAN. Branch sites receive call processing
functions from the headquarters site. Failover capabilities at each branch site ensure
that it can continue to operate if the WAN connection to the headquarters site is lost.
Branch sites include small contact center capabilities.
The WAN connection between the headquarters and branch sites can be frame relay,
MPLS, or site-to-site VPN. Each branch site can operate on a wired or wireless LAN.
Connectivity with legacy PBXs in the headquarters site can be provided T1/E1 CAS,
PRI, Q SIG, and DPNSS. Connectivity to the PSTN in the headquarters site is provided
through various combinations of T1/E1 CAS and PRI. Local calling is achieved through
gateway connectivity. Long distance calling for branch sites uses the WAN for on-net
calling. Off-net long distance traffic is backhauled over the WAN to one or more drop-off
gateways. This model is designed to be administered at the headquarters location.
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Headquarters roles and endpoints are identical to those described in the "Single-Site
Model" section above. Branch sites access the call processing capabilities in the
headquarters site. While there are some executive phones, most employees use digital
telephones and the central voice messaging system.
Some staff may take orders or provide technical support. This model provides basic
contact center capabilities in the branches to handle these requirements.
Supported Applications
The Multisite Centralized Call Processing model supports applications that provide
comprehensive features for all sites. These applications include:
•Call processing:
–Cisco Unified Communications Manager (in central site)
–Cisco Unified Communications Manager Express for fixed remote teleworker
applications (in central site)
–Cisco Unified Communications Manager Business Edition (in central site)
–Unified SRST or Cisco Unified Communications Manager Express in SRST mode (as
backup for Cisco Unified Communications Manager in branch sites and for Cisco
Unified Communications Manager Business Edition in branch or central sites).
•Contact Center:
–Cisco Unified Contact Center Enterprise (in headquarters)
–Cisco Unified Contact Center Express (based in headquarters)
–Cisco Unified Customer Voice Portal (for queueing and self-service at headquarters or
branches). Unified Customer Voice Portal is an interactive voiceXML-based response
(IVR) solution that provides carrier-class IVR and IP switching services on Voice over IP
(VoIP) networks. You can integrate Unified CVP with Unified Contact Center Enterprise
or can deploy as a self-service IVR solution.
–Cisco unified IP IVR for centralized queuing.
•Messaging:
–Cisco Unity (based in headquarters)
–Cisco Unity Connection
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–Cisco Unity Express
•Instant messaging and presence: Cisco Unified Presence (based in headquarters)
•Conferencing:
–Cisco Unified MeetingPlace (based in headquarters)
–Cisco Unified Videoconferencing
•System management:
–Cisco Unified Operations Manager (based in headquarters)
–Cisco Unified Service Monitor (based in headquarters)
–Cisco Unified Service Statistics Manager (based in headquarters)
–Cisco Unified Provisioning Manager
–Cisco Monitor Manager and Monitor Director (for monitoring deployments with Cisco
Unified Communications Manager Express and Cisco Unity Express or Cisco Unified
Communications Manager Express in SRST mode as backup to Cisco Unified
Communications Manager)
–Cisco netManager
–LAN Management Solution
Multisite Distributed Call Processing Model
The Multisite Distributed Call Processing model is designed for organizations with large
user populations or large numbers of geographically distributed sites resulting in the
need for more than a single call processing entity. This model is suited for deployments
that require multiple Cisco Unified Communications Manager clusters or Cisco Unified
Communications Manager Express platforms. Each call processing entity in this model
is configured as a Single-Site Model or Multisite Centralized Call Processing Model and
each has a common dial plan and feature set. The Multisite Distributed Call Processing
model is suitable for business operations that consist of multiple sites in various regions.
Such operations include technology, manufacturing, transportation, and distribution and
logistics companies. Each site in the Multisite Distributed Call Processing model can
operate on a wired or wireless LAN. The intersite WAN connection can be frame relay,
MPLS, or site-to-site VPN. Each branch site can operate on a wired or wireless LAN.
Local calling is achieved through gateway connectivity at each site. Long distance
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calling for each site uses the WAN for on-net calling. Off-net long distance traffic is
backhauled over the WAN to one or more drop-off gateways.
Supported Applications
The Multisite Distributed Call Processing model supports applications that provide
powerful, flexible, and scalable features. These applications include:
•Call processing:
–Cisco Unified Communications Manager (large sites or deployments)
–Cisco Unified Communications Manager Business Edition
–Cisco Unified Communications Manager Express (smaller sites or deployments)
•Contact Center:
–Cisco Unified Contact Center Enterprise (in one or more locations)
–Cisco Unified IP IVR (for centralized queueing)
–Cisco Unified Customer Voice Portal (for centralized or distributed queuing and self-
service). Unified Customer Voice Portal is an interactive voiceXML-based response
(IVR) solution that provides carrier-class IVR and IP switching services on Voice over IP
(VoIP) networks. You can integrate Unified CVP with Unified Contact Center Enterprise
or can deploy as a self-service IVR solution.
•Messaging:
–Cisco Unity
–Cisco Unity Connection
–Cisco Unity Express
•Instant messaging and presence: Cisco Unified Presence (in one or more locations)
•Conferencing:
–Cisco Unified MeetingPlace
–Cisco Unified Videoconferencing
•System management:
–Cisco Unified Operations Manager
–Cisco Unified Service Monitor
–Cisco Unified Service Statistics Manager
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–Cisco Unified Provisioning Manager
–Cisco Monitor Manager and Cisco Monitor Director
–Cisco netManager
–LAN Management Solution
Clustering Over IP WAN Call Processing Model
The Clustering Over IP WAN Call Processing model is designed for organizations with
large user populations across multiple sites that are connected by an IP WAN with the
QoS features enabled. The Clustering Over IP WAN supports the two deployment
models:
Local failover requires that you place the Unified Communications Manager subscriber
and backup servers at the same site, with no WAN between them. This deployment
model is ideal for two to four sites with Unified Communications Manager. Remote
failover allows you to deploy primary and backup call processing servers split across the
WAN. Using this deployment model, you may have up to eight sites with Unified
Communications Manager subscribers being backed up by Unified Communications
Manager subscribers at another site. You can also use a combination of the two
deployment models to satisfy specific site requirements. For example, two main sites
may each have primary and backup subscribers, with another two sites containing only
a primary server each and utilizing either shared backups or dedicated backups at the
two main sites. The Clustering Over IP WAN Call Processing model is suitable for
business operations that consist of multiple sites in various regions connected over an
IP WAN. Such operations include technology, manufacturing, transportation, and
distribution and logistics companies.
The local failover and remote failover sites in the Clustering Over IP WAN Call
Processing model operates over an IP WAN. The intersite WAN connection can be
frame relay, MPLS, or site-to-site VPN. The IP WAN must conform to the following
maximum delay and minimum bandwidth requirements:
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•The maximum allowed round-trip time (RTT) between any two servers in the Unified
Communication Manager cluster is 80 ms.
•A minimum of 1.544 Mbps (T1) bandwidth is required for Intra-Cluster Communication
Signaling (ICCS) for every 10,000 busy hour call attempts (BHCA) between sites that
are clustered over the WAN. This is a minimum bandwidth requirement for call control
traffic, and it applies to deployments where directory numbers are not shared between
sites that are clustered over the WAN.
•In addition to the bandwidth required for Intra-Cluster Communication Signaling (ICCS)
traffic, a minimum of 1.544 Mbps (T1) bandwidth is required for database and other
inter-server traffic for every remote subscriber server.
The IP WAN network should also be engineered to provide sufficient prioritized
bandwidth for all ICCS traffic, especially the priority ICCS traffic. Standard QoS
mechanisms must be implemented to avoid congestion and packet loss. If packets are
lost due to line errors or other conditions, the ICCS packet will be retransmitted because
it uses the TCP protocol for reliable transmission. The retransmission might result in a
call being delayed during setup, disconnect (teardown), or other supplementary services
during the call.
The local failover and remote failover sites in the Clustering Over IP WAN Call
Processing model has the same user roles and endpoints that are described in the
"Multisite Centralized Call Processing Model" section.
Some of the key advantages of clustering over the WAN are:
•Single point of administration for users for all sites within the cluster
•Feature transparency
•Shared line appearances
•Extension mobility
•Unified dial plan
Supported Applications
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The Clustering Over IP WAN Call Processing model supports applications that provide
powerful, flexible, and scalable features. These applications include:
•Call processing:
–Cisco Unified Communications Manager (subscriber and backup)
–Cisco Unified Communications Manager Express (smaller sites or deployments)
–Unified SRST or Cisco Unified Communications Manager Express in SRST mode.
•Contact Center:
–Cisco Unified Contact Center Enterprise
–Cisco Unified IP IVR (for centralized queueing)
–Cisco Unified Customer Voice Portal (for centralized or distributed queuing and self-
service). Unified Customer Voice Portal is an interactive voiceXML-based response
(IVR) solution that provides carrier-class IVR and IP switching services on Voice over IP
(VoIP) networks. You can integrate Unified CVP with Unified Contact Center Enterprise
or can deploy as a self-service IVR solution.
•Messaging:
–Cisco Unity
–Cisco Unity Connection
–Cisco Unity Express
•Instant messaging and presence: Cisco Unified Presence
•Conferencing:
–Cisco Unified MeetingPlace
–Cisco Unified Videoconferencing
•System management:
–Cisco Unified Operations Manager
–Cisco Unified Service Monitor
–Cisco Unified Service Statistics Manager
–Cisco Unified Provisioning Manager
–Cisco Monitor Manager and Cisco Monitor Director (for deployments of Cisco Unified
Communications Manager Express in SRST mode as a backup to Cisco Unified
Communications Manager)
–Cisco netManager
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–LAN Management Solution
Major Components of Deployment Models
Single-
Site
Model
Multisite
Centralized Call
Processing
Model
Multisite
Distributed Call
Processing
Model
Clustering Over
IP WAN Call
Processing
model
Scale
• Up to
30,000 phones
with Cisco
Unified
Communications
Manager
• Up to 240
phones with
Cisco Unified
Communications
Manager
Express
• Up to 575
phones (and up
to 500 users)
with Cisco
Unified
Communications
Manager
Business Edition
• Up to
30,000 phones
and 1,000 sites
with Cisco
Unified
Communications
Manager
• Up to 240
phones with
Cisco Unified
Communications
Manager
Express for
small or branch
site or fixed
remote
teleworker
applications
• Up to 575
phones (and 500
users) and up to
a total of 20 sites
• Up to
30,000 phones
per Cisco
Unified
Communications
Manager
instance
• Up to 240
phones per
Cisco Unified
Communications
Manager
Express
instance.
• Up to
30,000 phones
per Cisco
Unified
Communications
Manager
instance
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with Cisco
Unified
Communications
Manager
Business Edition
Call
Processing
• Cisco
Unified
Communications
Manager
• Cisco
Unified
Communications
Manager
Express
• Cisco
Unified
Communications
Manager
Business Edition
• Cisco
Unified
Communications
Manager
• Cisco
Unified
Communications
Manager
Business Edition
(in central site)
• Cisco
Unified
Communications
Manager
Express for fixed
remote
teleworker
applications (in
central site)
• Unified
SRST or Cisco
Unified
Communications
Manager
Express (as
• Cisco
Unified
Communications
Manager (in one
or more
locations)
• Cisco
Unified
Communications
Manager
Express (in one
or more
locations)
• Cisco
Unified
Communications
Manager
(subscriber and
backup)
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backup to Cisco
Unified
Communications
Manager and
Cisco Unified
Communications
Manager
Business
Edition)
Contact
Center
• Cisco
Unified Contact
Center
Enterprise
• Cisco
Unified Contact
Center Express
• Cisco
Unified IP IVR
• Cisco
Unified
Customer Voice
Portal
• Cisco
Unified Contact
Center
Enterprise
(based in head-
quarters)
• Cisco
Unified Contact
Center Express
(based in
headquarters)
• Cisco
Unified
Customer Voice
Portal (in head-
quarters or
branches)
• Cisco
Unified Contact
Center
Enterprise (in
one or more
locations)
• Cisco
Unified IP IVR
• Cisco
Unified
Customer Voice
Portal
• Cisco
Unified Contact
Center
Enterprise
• Cisco
Unified
Customer Voice
Portal
Messaging
• Cisco Unity
• Cisco Unity
Connection
• Cisco Unity
(based in head-
quarters)
• Cisco Unity
(in one or more
locations)
• Cisco Unity
• Cisco Unity
Connection
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• Cisco Unity
Express
• Cisco Unity
Connection
• Cisco Unity
Express
• Cisco Unity
Connection
• Cisco Unity
Express
• Cisco Unity
Express
Instant
Messaging
and
Presence
• Cisco
Unified
Presence
• Cisco
Unified
Presence (in
head- quarters)
• Cisco
Unified
Presence (in one
or more
locations)
• Cisco
Unified
Presence
Conferenci
ng
• Cisco
Unified Meeting-
Place
• Cisco
Unified Video-
conferencing
• Cisco
Unified Meeting-
Place (based in
head- quarters)
• Cisco
Unified Video-
conferencing
• Cisco
Unified Meeting-
Place (in one or
more locations)
• Cisco
Unified Video-
conferencing
• Cisco
Unified Meeting-
Place
• Cisco
Unified Video-
conferencing
System
Managem
ent
• Cisco
Unified
Operations
Manager
• Cisco
Unified Service
Monitor
• Cisco
Unified Service
Statistics
Manager
• Cisco
Unified
Based in head-
quarters:
• Cisco
Unified
Operations
Manager
• Cisco
Unified Service
Monitor
• Cisco
Unified Service
Statistics
Manager
Distributed:
• Cisco
Unified
Operations
Manager
• Cisco
Unified Service
Monitor
• Cisco
Unified Service
Statistics
Manager
• Cisco
Unified
Operations
Manager
• Cisco
Unified Service
Monitor
• Cisco
Unified Service
Statistics
Manager
• Cisco
Unified
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Provisioning
Manager
• Cisco
Monitor Manager
and Monitor
Director (for
small or medium
size
deployments
with Cisco
Unified
Communications
Manager
Express and or
Cisco Unity
Express)
• LAN
Management
Solution
• Cisco
Unified
Provisioning
Manager
• Cisco
Monitor Manager
and Monitor
Director (for
monitoring
deployments
with Cisco
Unified
Communications
Manager
Express and
Cisco Unity
Express or Cisco
Unified
Communications
Manager
Express in
SRST mode as
backup to Cisco
Unified
Communications
Manager)
• Cisco
netManager
• Cisco
Unified
Provisioning
Manager
• Cisco
Monitor Manager
and Monitor
Director
• Cisco
netManager
• LAN
Management
Solution
Provisioning
Manager
• Cisco
Monitor Manager
and Cisco
Monitor Director
(for deployments
of Cisco Unified
Communications
Manager
Express in
SRST mode as
a backup to
Cisco Unified
Communications
Manager)
• Cisco
netManager
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• LAN
Management
Solution
Off-
Premises
Calling
• PSTN via
gateway
• Site to Site
over IP WAN
• PSTN as
backup for
branch sites
• Site to Site
over IP WAN
• PSTN for
off-network
calling
• Site to Site
over IP WAN
Further Reading
https://goo.gl/kfCkkj
https://goo.gl/doUgmD
User Management
Roles and user groups provide multiple levels of security to Cisco Unified
Communications Manager Administration and to other applications. The system groups
the resources that are available to Cisco Unified Communications Manager
Administration and to other applications into roles. Each application comes with
standard, predefined roles. Each application defines its own access privilege for Cisco
Unified Communications Manager Administration. Administrators can configure
additional roles for an application. A role contains, for a particular application, the list of
resources that an application comprises. For each resource that a role comprises, the
administrator defines the access privilege. For the Cisco Unified Communications
Manager Administration application, the access privileges include read and update.
Other applications specify their own access privileges.
Because Cisco Unified Communications Manager allows administrators to manage user
groups, roles, and resources, no guarantee exists that a particular user group or role
goes unchanged or that administrators will use the predefined user groups or roles.
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The system groups the resources that are available to Cisco Unified Communications
Manager Administration and to other applications into roles. A role includes a collection
of resources for an application, such as Cisco Unified Communications Manager
Administration. The following types of roles exist:
•Custom roles—Administrator-defined roles that you configure in Cisco Unified
Communications Manager Administration after a Cisco Unified Communications
Manager installation; for example, a help desk role.
•Standard roles—Default roles that get created automatically with Cisco Unified
Communications Manager installation; you cannot modify or delete standard roles, but
you can copy them to create custom roles, which allows you to modify them for your
preferences.
Each role contains a group of resources, with privileges assigned to each resource. For
most applications with graphical user interfaces, such as Cisco Unified Communications
Manager Administration, privileges allow you to perform tasks, such as viewing or
updating data, in a specific window or a group of related windows, which are defined as
resources in the Role Configuration window. For example, for the Standard CCM
Feature Management role, you can view and configure message waiting in the Message
Waiting Configuration window in Cisco Unified Communications Manager
Administration. For each role that is associated with Cisco Unified Communications
Manager Administration, the specified privilege allows a certain level of access to each
of the resources (windows). For example, privileges specify the following access in
Cisco Unified Communications Manager Administration:
•Read— Allows users in a user group to view data in specific windows (defined as
resources), but the user(s) cannot modify data in the window. Buttons such as Insert,
Delete, Update, and Reset do not display.
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•Update—Allows users in a user group to view and modify data in certain windows
(defined as resources for the role). Users with the update privilege can perform
operations such as Insert, Delete, Update, and Reset.
Other applications, such as CTI applications, specify their own access privileges and do
not use the read and update privileges or a common list of resources (which are
configuration windows in most cases); for example, the Standard CTI Allow Call
Recording role allows CTI devices/CTI applications to record calls, and the Standard
EM Authentication Proxy Rights manages Cisco Extension Mobility authentication rights
for application users that interact with Cisco Extension Mobility.
Directories are specialized databases that are optimized for a high number of reads and
searches, and occasional writes and updates. Directories typically store data that does
not change often, such as employee information, user policies, user privileges, and
group membership on the corporate network. Directories are extensible, meaning that
the type of information stored can be modified and extended. The term directory
schema defines the type of information stored, its container (or attribute), and its
relationship to users and resources. The Lightweight Directory Access Protocol (LDAP)
provides applications with a standard method for accessing and potentially modifying
the information stored in the directory. This capability enables companies to centralize
all user information in a single repository available to several applications, with a
remarkable reduction in maintenance costs through the ease of adds, moves, and
changes.
Authentication of end users and administrators of the voice and/or video applications
using their corporate directory credentials is also a common requirement. Enabling
directory authentication allows the IT department to deliver single log-on functionality
while reducing the number of passwords each user needs to maintain across different
corporate applications.
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By default, all users are provisioned manually in the publisher database through the
Unified CM Administration web interface. Cisco Unified CM has two types of users:
• End users — All users associated with a physical person and an interactive login.
This category includes all Unified Communications users as well as Unified CM
administrators when using the User Groups and Roles configuration (equivalent to the
Cisco Multilevel Administration feature in prior Unified CM versions).
• Application users — All users associated with other Cisco Unified Communications
features or applications, such as Cisco Attendant Console, Cisco Unified Contact
Center Express, or Cisco Unified Communications Manager Assistant. These
applications need to authenticate with Unified CM, but these internal "users" do not
have an interactive login and serve purely for internal communications between
applications.
Application User Used by:
CCMAdministrator Unified CM Administration (default "super
user")
CCMQRTSecureSysU
ser
Cisco Quality Reporting Tool
CCMQRTSysUser
CCMSysUser Cisco Extension Mobility
IPMASecureSysUser Cisco Unified Communications Manager
Assistant IPMASysUser
WDSecureSysUser Cisco WebDialer
WDSysUser
End users access the Unified CM User Options page via HTTPS and authenticate with
a username and password. If they have been configured as administrators by means of
User Groups and Roles, they can also access the Unified CM Administration pages with
the same credentials. Similarly, other Cisco features and applications authenticate to
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Unified CM via HTTPS with the username and password associated with their
respective application users.
The authentication challenge carried by the HTTPS messages are relayed by the web
service on Unified CM to an internal library called Identity Management System (IMS).
In its default configuration, the IMS library authenticates both end users and application
users against the embedded database. In this way, both "physical" users of the Unified
Communications system and internal application accounts are authenticated using the
credentials configured in Unified CM. End users may also authenticate with their user
name and a numeric password (or PIN) when logging into the Extension Mobility service
from an IP phone. In this case, the authentication challenge is carried via HTTP to
Unified CM but is still relayed by the web service to the IMS library, which authenticates
the credentials against the embedded database.
In addition, user lookups performed by Unified Communications endpoints via the
Directories button communicate with the web service on Unified CM via HTTP and
access data on the embedded database.
Further Reading
https://goo.gl/m4L8yZ
https://goo.gl/wZBJXv